CSM (North America)

Polar Analytics • New York, NY

1d

About The Position

Polar Analytics simplifies data so brands can make smarter, faster decisions without the complexity of traditional tools. Powerful yet user-friendly, it gives DTC brands the insights they need to scale profitably.
🚀 Our mission? To help indie DTC brands compete and grow—faster and more profitably.
What Makes Polar Analytics Unique? 💎
🔥 4,000+ Brands and Growing
We’ve scaled to 4,000+ active merchants (Jan 2025) and are on track for 10,000+ this year.
🤖 Disrupting a Stale Analytics Market
Polar is revolutionizing the Shopify analytics space with modern data infrastructure built for agentic orchestration—positioning us at the forefront of AI-driven commerce automation.
💰 Backed by World-Class Investors
We’ve raised $28.5M with Frst, Point9, and Chalfen Ventures, top-tier B2B SaaS investor known for spotting future unicorns early.
👥 A Team of eCommerce & Data Experts
Our team brings experience from leading eCommerce SaaS platforms & Silicon Valley data unicorns, united by a mission to build the next industry leader.
Who we are
We're building the data & AI operating system for eCommerce — think Datadog for retail. We ingest messy Shopify, ads, and retention data, make it reliable, and turn it into decisions brands can actually trust. We're hiring CSMs who want real ownership.
What you will do
You'll be the strategic layer between our product and the merchants who depend on it — working directly with CMOs, growth marketers, and operators who think in ROAS, LTV, and retention.
We move quickly, optimize for outcomes over activity, and trust you to make the call without hand-holding.

Requirements

• You've spent 3-5+ years in Customer Success at a B2B SaaS company, ideally one serving eCommerce brands.
• You understand what a drop in ROAS actually means.
• You've managed high account volumes and liked it.
• You think in revenue and retention, not tickets and NPS scores.

Nice To Haves

• Shopify ecosystem familiarity is a strong plus.
• Ex-DTC operators and ex-consultants who moved into SaaS tend to do exceptionally well here.

Responsibilities

• Own a portfolio of 50-70 accounts end-to-end (onboarding → adoption → expansion → renewal)
• Run QBRs that change how brands think about their data, not just review dashboards
• Spot expansion opportunities before anyone asks and close them alongside Sales
• Turn customer problems into product improvements — your field insights shape our roadmap
• Push back on customers professionally when they need a better path, not just validation
• Onboard new merchants hands-on and make sure they actually graduate to full product fluency

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed